• Are your customers consistently happy with your service?
• Do you know how your service levels compare against the competition?
• Is your sales team really engaging with your potential customers?
• Are you missing things that your customers aren’t?

To get from A to B you have to know where you’re starting from. Even the most detailed map won’t help if you don’t know where you are.

In just the same way, you can’t make practical plans for improvement without establishing your starting point. Only with a clear picture of where you and your customers are can you make meaningful plans for improvement.

Our clients need regular and accurate information in order to stay ahead. The data and analysis they get about their customers and their operations and sales gives them what they need to make key decisions based on facts (not hunches).

Research Methodology

Our research methodology has been developed working with our clients so it’s directly linked to the requirements they’ve given us.

We work with you to understand your objectives and the best way to achieve them, and we provide detailed analysis and action plans so you can act fast.

Our Research Programmes

We develop our programmes in a customised way, and our research work covers three areas:

1. Mystery Shopping Programmes
   Mystery shopping (or ‘secret shopping’) is a well-established research method for measuring your levels of service and customer experience. Our database of experienced mystery shoppers is spread widely across mainland China and Hong Kong and we conduct studies in cities all over Greater China as required.

   Specific areas of research expertise include:

   • Mystery Diner (for F&B / restaurants / hotels)
   • Mystery Shopping (for retail stores)
   • Mystery Guest (for hotels / hospitality)
   • Mystery Customer (for retail banks)
   • Mystery Massage (for spa / health / beauty)
   • Mystery Driver (for car rental businesses)
2. Customer Engagement Research
   These studies record both objective and subjective parameters in order to measure the levels of engagement your sales team is achieving with potential customers. Clients from varied industries in China and Hong Kong work with us to determine the extent to which their people are able to engage emotionally with new sales leads.
3. Research Surveys & Customer / Employee Satisfaction Studies
   We design studies and surveys to explore how your customers and employees rate you, and to elicit suggestions for new ideas. We can help you decide exactly what to ask, and can collate and analyse the results for clients who don’t have the time themselves. These surveys can be conducted both online and offline.
   • Customer surveys and consumer research
     Businesses of every size struggle to maintain a close relationship with all of their customers – yet these are the people who really hold the key to your future. It doesn’t have to be difficult to find out what they think, but you can’t always expect them to tell you without being asked.

     We generally suggest a research study with both quantitative and qualitative questions. While scores allow you to benchmark over time and to set targets for improvement, consumer insights and customer comments are essential for deciding where you should focus your time and your investment.

   • Employee surveys
     A high level of staff turnover cripples any business, but it’s an even bigger problem for service businesses which tend to be more people-oriented.

     However large or small your team it’s important to get feedback from everyone on a regular basis (once per year as a minimum). To ensure the feedback is accurate these studies should be anonymous, and the most challenging issue is having the will to act when you should.

Mystery Shopping Providers Association (MSPA)

JETT is a registered member of the MSPA, Board member of the MSPA Asia-Pacific region, and founder member of the MSPA China & Hong Kong Board.